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Community resources
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Jira Service Management
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Is there a way to remove or hire SLAs in the issue page for internal agents? Please see my screenshot below:
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Hello! I am trying to add a custom variable to the automated email response in my service desk. It says in this ticket: https://jira.atlassian.com/browse/JSDSERVER-4642 that the work around is...
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Is it possible to add any email address listed in to/cc as a request participant after the issue is created. We have everything set up to add CCs as request participants when an issue is created, but...
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Hi Everyone, I am trying to create a costume SLA for different SLA request. However for all the names query with space are not working, what needs to be write for space summary ~ "4H OR 4 H ...
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In Jira service desk, let's say I have an issues that I want to assign to the developer (3rd level support) who is not an agent. I tried to give the account only the "developer" role in the project,...
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how to move back to previous status when escalation status can be reached from many different status
In one of our workflows, we statuses like x,y,z and escalation. when ticket is escalated from status x, the ticket will be in escalation status. Now the agent who works at this point should be see th...
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On the portal we have one user picker field. During the creation of the request from the portal we would like to validate the user picker field that the user is provided the correct email address and...
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Kindly help... I have created a report using "Resolved" field available in AIO report in Jira Service desk.Report was working fine till yesterday. But today its not giving any result se...
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In Automation Lite for JIRA, how can i make "View Request" as hyper link to the issue. By clicking on "View Request" it should navigate to ticket in the customer portal(Customer View).
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Hey Community, I'm trying to customize the design of the email notifications for agents. Whereas I found the template for requestor/customer emails and redesigned it, I'm not sure where to do it fo...
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How to configure Activity tabs eg. all , comments ,activity etc ?
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What makes create,edit and view screen to function in different ways. How does JSD knows this screen can only read or it can be edited.
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I am using Jira for incidents and each issue can have different priorities. The default priority I have configured is Medium . How can I change that priority to high or low on the fly while creating ...
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Greetings, trying to evaluate Jira services and move my processes to it. I've created in JSD a new organization for my customers. Current situation: Right now I can manually in...
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How can I limit users to view requests? - see only applications in which it is indicated as an observer, author, approver or performer. How can this be implemented without the help of filters? At ...
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Hi, We need help to forward the email from a @gmail domain to the jira service desk @Atlassian domain. There is a need to verify the email address in the auto forwarding function in gmail. Not ...
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i want the customer to be able to indicate if the ticket being logged is a service request or incident when logging a ticket and for that to reflect directly on the queues. is this an option?
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We use Jira SD (next-gen cloud) to process tickets from monitoring systems and other ticketing systems. The email of these systems are customers at Jira SD. We need to limit the sending of notif...
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I have a problem with a JQL query exporting to Excel, in the list my coworker only see the ID user and not the name, but i can see the name user. What could be the reason?
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Hello, We would like to see the ticket history in the mail. Can anyone here help us how to add this feture or if it is even possible to add it. Regards
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When agents create issues themselves, they can choose different fields to add but can't choose status. Sometimes agents create already resolved issues like issues that came through phone calls or wal...
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Hi, I am trying to setup an automation work flow based on a Jira Service Desk issue created. One of the issue fields is a dropdown selection which allows the issue creator to determine which envir...
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We want to build a Service Desk request into our proprietary mobile application. Is that currently supported? How difficult would it be to do that?
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Hello JSD Community, Is it possible to set Resolution Description marked as a required field only during the transition from a status to a Resolved status? When I mark this field as required, it sh...
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Hopefully this is a simple question. I have one client asking to see the assigned agent in the customer portal. Is there a way to do this? Thanks!
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| Subject | Author | Posted |
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| February 11, 2025 3:50 PM PST | ||
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